[rt-users] LDAP ExternalAuth - User Aliases

[Clancy, Keith]

Hi Andreas,

If everyone is using the same SMTP address then you cannot really distinguish individual users in an easy way .

Are you using a Shared mailbox on Exchange or a Mailing list ? 

The way it should go:

Customer --> Mailbox --> RT Picks up from here --> Placed in Queue --> Assigned to Owner
Individual --> RT --> SMTP Server --> Customer 

If multiple users have the same SMTP Address then this is a problem since RT will just import this. 
Sounds like you need to fix the LDAP Details or use the LDAP importer and then correct the actual e-mail addresses afterwards. 

Keith

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andreas Heinlein
Sent: 15 April 2014 10:33
To: rt-users at lists.bestpractical.com
Subject: [rt-users] LDAP ExternalAuth - User Aliases

Hello,

we have a setup where we're using RT with ExternalAuth to authenticate against an existing user database in LDAP, with auto-creating users when they first log in. We pull the uid as well as the e-mail address from LDAP.

Now, we need to be able to somehow support multiple users with the same email address. That is, we have several people, say Alice, Bob and Pete, each logging in to their computer with their own login. But they share one common mailbox - department1 at company.com - through IMAP. These people should be able to log in to RT each with their personal login, which should be an 'Alias' to a RT user 'department1' with mail address 'department1 at company.com'. So no matter who logs in, he/she can see all tickets created by Alice, Bob or Pete.

Is something like this possible?

Thanks,
Andreas
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